Senior Workforce Management Analyst

3 months ago

Detroit, United States Blue Cross Blue Shield of Michigan Full time

This role will fully own all aspects of the customer relationship. The Sr. Workforce Mgmt. Analyst is assigned to the line area leadership team. This role will be responsible for customer satisfaction and maintaining all customer relationships. This will involve preparing comprehensive meeting materials, facilitating discussions with executive leadership, and working behind the scenes cross-functionally with many different internal business areas as well as internal/external stakeholders. In addition, the Sr. Workforce Mgmt Analyst will be expected to gather and analyze current business trends and reforecast volumes, ACHT, shrinkage accordingly. It is critical that this person be able to confidently present this information to our internal business partners. This role will be customer-interfacing and require a high level of analytical skills and business acumen. * Weekly forecasts of key call center metrics (volume, ACHT, shrinkage); analyze data and adjust accordingly. * Regular meetings with the line area to communicate forecasts and metric outliers and identify solutions to address outliers (provide meaningful data via excel spreadsheets, graphs...). * Formal presentations to line area leadership (education and awareness). * Mentor Business Analysts (provide on-going support). * Explore and offer creative solution to Workforce Management business needs (schedules, TOM...). * Participate in key projects (UCC, Verint Upgrade). * Leading work assignments that involve many support teams and players. QUALIFICATIONS * Excellent customer service and interpersonal skills including the ability to interact with internal and external customers and all levels of the organization required. * Excellent written and verbal communication skills including the ability to conduct presentations required. * Excellent organizational skills with the ability to handle multiple project and timelines required. * Excellent public speaking skills required. * Strong organizational skills and follow-through abilities with particular attention to detail required. Ability to develop creative solutions to business issues required. * Ability to interact effectively with team members at various levels of management required. * Highly organized, self-starter with proven ability to produce high quality output required. Well-developed forecasting, organizing, planning, presentation, and scheduling skills. Intermediate knowledge Microsoft Office suite (Word, Excel, and PowerPoint) required. * At least 5 years' experience in Call Center/Workforce Management. * Experience developing forecasting and staffing methodologies. * Advanced knowledge of and proficiency with Verint Impact 360 or other WFM software. Departmental Preferences: * Bachelor's Degree in a related field is preferred. * Strong knowledge of call center KPIs and staffing is preferred. * Data Science or Data Mining background preferred.

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